Factors Affecting Customer Satisfaction Related to the Tourist Hotel Industry in Sri Lanka

The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.

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Factors Affecting Customer Linking Capabilities and Customer Satisfaction in CRM

International Journal of Customer Relationship Marketing and Management ◽

10.4018/jcrmm.2012100102 ◽

2012 ◽

Vol 3 (4) ◽

pp. 16-30 ◽

Cited By ~ 9

Author(s):

Abbas Al-Refaie ◽

Ming-Hsien Li ◽

Jong-Hwan Ko

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Customer Orientation ◽

Hotel Industry ◽

Customer Relationship ◽

Equation Modeling ◽

Factors Affecting ◽

Complaint Management ◽

Corporate Strategies ◽

New Business

The implementation of customer relationship management (CRM) is increasingly taking centre stage in organizations’ corporate strategies. This research examines the relationships between human resources, customer orientation, service responsiveness, customer linking capabilities, provider reliability, loyalty, complaint management, customer satisfaction, content usefulness, and content efficiency. To achieve this purpose, two models related to CRM, including customer linking capabilities and customer satisfaction models are built. The data is collected from guests of 3-star, 4-star, 5-star hotels in Jordan. Structural equation modeling (SEM) is then used for empirical analyses. The results of the first model reveal that: (i) human resource and content usefulness are positively related with service responsiveness and (ii) service responsiveness and customer orientation positively influence customer linking capabilities. While, the results of the second model highlight that complaint management, provider reliability, customer linking capabilities and content efficiency positively influence customer satisfaction. Thus, decision makers in Jordanian hotel industry should continually consider these relations when planning new business activities and improving existing ones.

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Inside the Rating Scores: A Multilevel Analysis of the Factors Influencing Customer Satisfaction in the Hotel Industry

Cornell Hospitality Quarterly ◽

10.1177/1938965516686114 ◽

2017 ◽

Vol 58 (2) ◽

pp. 134-164 ◽

Cited By ~ 27

Author(s):

Tijana Radojevic ◽

Nemanja Stanisic ◽

Nenad Stanic

Keyword(s):

Customer Satisfaction ◽

Multilevel Analysis ◽

Hotel Industry ◽

Personal Characteristics ◽

Levels Of Analysis ◽

Modeling Framework ◽

Factors Affecting ◽

Customer Reviews ◽

Big Picture ◽

Relevant Factors

In this study, we conducted a multilevel analysis of factors affecting customer satisfaction in the global hotel industry. The survey data collected from TripAdvisor.com included customer reviews relating to 13,410 hotels located in 80 major global urban tourism destinations. We examined multiple relevant factors at each of the following five levels of analysis: (a) service encounter, (b) visitor, (c) visitor’s nationality, (d) hotel, and (e) destination. The results show that hotel attributes and the personal characteristics of visitors most powerfully influence customer satisfaction. However, the purpose of the trip, the characteristics of the destination, and the visitor’s nationality are also found to play an important role in hotel evaluation. By integrating multiple levels of analysis into a single statistical model, multilevel modeling framework enables researchers and professionals to see the “big picture” of factors affecting customer satisfaction in the contemporary hotel industry.

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Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

Science & Technology Development Journal - Economics - Law and Management ◽

10.32508/stdjelm.v4i3.564 ◽

2020 ◽

Vol 4 (3) ◽

pp. First

Author(s):

Tran Minh Hieu ◽

Nguyen Duong Ngoc Mai Chi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Test Method ◽

Quality Of Services ◽

Factors Affecting ◽

Factors Influencing ◽

Alpha Reliability ◽

Survey Results ◽

Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

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